Cloud Computing Support and Response Time Policy

Cloud Computing Support and Response Time Policy
Updated: January 14, 2015
Version: 1.6

 

As part of our commitment to the continued improvement of our Services, we have enhanced our Support resources. This document will provide details on these enhancements and what support mechanisms are at your disposal.

Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion.

Please see the table below in this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.

Customer Contact
Customer must assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts.  Any additional support contacts may de designated at rates to be agreed between the parties.

Customer’s support contacts shall be responsible to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue.  If a support issue is incorrectly classified as a WatServ issue, WatServ may bill Customer on a time and materials basis for any remediation efforts.

How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the issue.  The contact information below should be used to effectively communicate any issues to WatServ:

 
Standard Support Resources
Method Detail Comments
Phone 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours.
Email support@watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/

A representative will contact you to walk through the portal and provide detailed Documentation on proper use.

This is the preferred mechanism

Emergency Support Resources
Method Detail Comments
Phone 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7.
Email Critical-alerts@watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/ When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative.


Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team. Your WatServ Support Portal can be accessed as follows:

http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)

Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)

 WatServ Support TARGET Response AND REPAIR Times
Severity Definition DURING BUSINESS HOURS OUTSIDE BUSINESS HOURS
Response Repair* Analyze Response Repair* Analyze
SEVERITY 1 The Service is Unavailable or a System has Failed
Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware.
30
Minutes
4
Hours
Next
Business
Day
60
Minutes
8
Hours
Next
Business
Day
SEVERITY 2 The Service has considerably degraded performance
Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue.
2
Hours
8
Hours
2
Business
Days
4
Hours
Next
Business
Day
2
Business
Days
SEVERITY 3 The Service has slightly degraded performance
Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected.
4 Hours 2
Business
Days
N/A Next Business Day (acknowledged)
SEVERITY 4 The Service has non-critical or monitoring errors
Means minor errors, bugs or monitoring events in the Service that do not impact on the business.
 4 hours 2
Business
Days
N/A Next Business Day (acknowledged)
CRITICAL
VULNERABILITY
Critical Vulnerability / Denial Of Service
Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off.
Next
Business
Day
2
Business
Days
N/A Next
Business
Day
2
Business
Days
N/A
IMPORTANT
VULNERABILITY
Important Vulnerability / Denial Of Service
Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off.
1 Business
Week
Monthly N/A 1 Business
Week
Monthly N/A
SECURITY User or Security Requests
Any change to Users or security, not deemed to be system critical. This would include User adds/changes/deletes, Active Directory security changes, etc.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
CR Change Request
Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
ADMIN Administrative / Billing Request
Means any non-system related query regards billing, sales or administration.
2 Business
Days
N/A N/A 2 Business
Days
N/A N/A
NOTES: Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreementsof the hardware or software vendors, and ultimate owner of the cause and repair which may not be WatServ.
This document should not be considered a guarantee of support responsiveness.

Cloud Computing Support and Response Time Policy
Updated: May 26, 2014
Version: 1.5

 

As part of our commitment to the continued improvement of our Services, we have enhanced our Support resources. This document will provide details on these enhancements and what support mechanisms are at your disposal.

Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion.

Please see the table below in this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.

Customer Contact
Customer must assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts.  Any additional support contacts may be designated at rates to be agreed between the parties.

Customer’s support contacts shall be responsible to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue.  If a support issue is incorrectly classified as a WatServ issue, WatServ may bill Customer on a time and materials basis for any remediation efforts.

How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the Issue. The contact information below should be used to effectively communicate any issues to WatServ:

 
Standard Support Resources
Method Detail Comments
Phone 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours.
Email support@watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/

A representative will contact you to walk through the portal and provide detailed Documentation on proper use.

This is the preferred mechanism

Emergency Support Resources
Method Detail Comments
Phone 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7.
Email Critical-alerts@watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/ When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative.

Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team. Your WatServ Support Portal can be accessed as follows:

http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)

Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)

WatServ Support TARGET Response AND REPAIR Times 
Severity Definition DURING BUSINESS HOURS OUTSIDE BUSINESS HOURS
Response Repair* Analyze Response Repair* Analyze
SEVERITY 1 The Service is Unavailable or a System has Failed
Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware.
30
Minutes
4
Hours
Next
Business
Day
60
Minutes
8
Hours
Next
Business
Day
SEVERITY 2 The Service has considerably degraded performance
Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue.
2
Hours
8
Hours
2
Business
Days
4
Hours
Next
Business
Day
2
Business
Days
SEVERITY 3 The Service has slightly degraded performance
Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected.
4 Hours 2
Business
Days
N/A Next Business Day (acknowledged)
SEVERITY 4 The Service has non-critical or monitoring errors
Means minor errors, bugs or monitoring events in the Service that do not impact on the business.
 4 hours 2
Business
Days
N/A Next Business Day (acknowledged)
CRITICAL
VULNERABILITY
Critical Vulnerability / Denial Of Service
Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off.
Next
Business
Day
2
Business
Days
N/A Next
Business
Day
2
Business
Days
N/A
IMPORTANT
VULNERABILITY
Important Vulnerability / Denial Of Service
Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off.
1 Business
Week
Monthly N/A 1 Business
Week
Monthly N/A
SECURITY User or Security Requests
Any change to Users or security, not deemed to be system critical. This would include User adds/changes/deletes, Active Directory security changes, etc.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
CR Change Request
Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
ADMIN Administrative / Billing Request
Means any non-system related query regards billing, sales or administration.
2 Business
Days
N/A N/A 2 Business
Days
N/A N/A
NOTES: Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreementsof the hardware or software vendors, and ultimate owner of the cause and repair which may not be WatServ.
This document should not be considered a guarantee of support responsiveness.

Cloud Computing Support and Response Time Policy
Updated: May 31, 2009
Version: 1.4

 

As part of our commitment to the continued improvement of our services, we have enhanced our Support resources. This document will provide you details on these enhancements and what support mechanisms are at your disposal.

Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion.

Please see below in this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.

Customer Contact
We would ask that the Customer assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts. An additional responsibility for the Customer’s support contacts will be to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue.

How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the Issue. The contact information below should be used to effectively communicate any issues to WatServ:

 
Standard Support Resources
Method Detail Comments
Phone 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours.
Email support@corp.watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/ A representative will contact you to walk through the portal and provide detailed documentation on proper use.
This is the preferred mechanism
Emergency Support Resources
Method Detail Comments
Phone 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7.
Email Critical-alerts@corp.watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/ When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative.

Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team. Your WatServ Support Portal can be accessed as follows:

http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)

Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)

WatServ Support TARGET Response AND REPAIR Times 
Severity Definition DURING BUSINESS HOURS OUTSIDE BUSINESS HOURS
Response Repair* Analyze Response Repair* Analyze
SEVERITY 1 The Service is Unavailable or a System has Failed
Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware.
30
Minutes
4
Hours
Next
Business
Day
60
Minutes
8
Hours
Next
Business
Day
SEVERITY 2 The Service has considerably degraded performance
Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue.
2
Hours
8
Hours
2
Business
Days
4
Hours
Next
Business
Day
2
Business
Days
SEVERITY 3 The Service has slightly degraded performance
Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected.
Next
Business
Day
2
Business
Days
N/A Next Business Day (acknowledged)
SEVERITY 4 The Service has non-critical or monitoring errors
Means minor errors, bugs or monitoring events in the Service that do not impact on the business.
Next
Business
Day
2
Business
Days
N/A Next Business Day (acknowledged)
CRITICAL
VULNERABILITY
Critical Vulnerability / Denial Of Service
Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off.
Next
Business
Day
2
Business
Days
N/A Next
Business
Day
2
Business
Days
N/A
IMPORTANT
VULNERABILITY
Important Vulnerability / Denial Of Service
Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off.
1 Business
Week
Monthly N/A 1 Business
Week
Monthly N/A
SECURITY User or Security Requests
Any change to users or security, not deemed to be system critical. This would include user adds/changes/deletes, Active Directory security changes, etc.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
CR Change Request
Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
ADMIN Administrative / Billing Request
Means any non-system related query regards billing, sales or administration.
2 Business
Days
N/A N/A 2 Business
Days
N/A N/A
NOTES: Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreements (SLAs) of the hardware vendors, and ultimate owner of the cause and repair which may not be WatServ.
This document should not be considered a guarantee of support responsiveness.

Cloud Computing Support and Response Time Policy
Updated: October 1, 2009
Version: 1.3

 

Thank you for Choosing WatServ – Specialists in ERP Managed Services for the SMB Market. As part of our commitment to the continued improvement of our services, we have enhanced our Support resources. This document will provide you details on these enhancements and what support mechanisms are at your disposal.

Introduction
WatServ bases our response times and the actions we take to resolve your problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. This WatServ Support and Response Time Policy documents our commitments for resolving possible issues so that our customers can be assured that any such issues will be corrected in a timely fashion. Please see Page 3 of this document for detailed guidelines on how issue severity is assessed and the target response, repair, and analyze times you should expect.

Customer Contact
We would ask that the Customer assign up to two (2) primary and two (2) secondary support contacts that are authorized to place support requests with WatServ. These contacts should also be authorized to approve changes or additional efforts. An additional responsibility for the Customer’s support contacts will be to verify whether a support issue is related to the local Customer environment or is indeed a WatServ issue.

How to Inform WatServ of an Issue
WatServ encourages Customers who become aware of an issue in a WatServ managed environment to contact us with details of the Issue. The contact information below should be used to effectively communicate any issues to WatServ:

 
Standard Support Resources
Method Detail Comments
Phone 519-279-4025 / 866-531-2598 option 2 for support, then option 2 for standard support During office hours available support representatives will answer the phone, otherwise please leave a detailed message and a support representative will get back to you during business hours.
Email support@watserv.com An email will generate a ticket in the system.
Portal http://support.watserv.com/ A representative will contact you to walk through the portal and provide detailed documentation on proper use.
This is the preferred mechanism
Emergency Support Resources
Method Detail Comments
Phone 519 279 4025 / 866 531 2598 option 2 for support, then option 1 for critical support During business hours available support representatives will answer the phone, otherwise leave a detailed message and a support representative will get back to you 24/7.
Email Critical-alerts@corp.watserv.com An email will generate a ticket in the system and send an emergency alert to the on call support representative 24 hours a day.
Portal http://support.watserv.com/ When generating a ticket, follow the normal procedure and click on the emergency check box to generate an emergency notification to the on call support representative.

Support Portal Access Information
The new WatServ Support Portal will allow the customer to submit, update and track the status of all tickets submitted to WatServ. Each customer will have a designated support administrator who will be given permissions to set passwords for additional staff. The customer can identify up to 4 staff members that will have access to the portal. For assistance with the initial set up, please contact the WatServ support team.

Your WatServ Support Portal can be accessed as follows:

http://support.watserv.com/ (will redirect to a secure site)
Username: CustomerEmailAddress
Password: *********** (emailed to you in a separate e-mail)

Environment Status Portal Access Information
You can use your Environment Status Portal to view the status of your environment. You can view information such as availability, patch levels, antivirus status, installed software, and much more.

Retrieve your important monitoring information here:

https://control.itsupport247.net/
Username: Customer@Watserv.com
Password: *********** (emailed to you in a separate e-mail)

Business Hours By Location
Business Hours: Mon–Fri, 8 a.m. to 6 p.m. (Eastern Time)

 WatServ Support Response Times
Severity Definition DURING BUSINESS HOURS OUTSIDE BUSINESS HOURS
Response Repair* Analyze Response Repair* Analyze
SEVERITY 1 The Service is Unavailable or a System has Failed
Means the Service is unusable and work practices are severely impacted. This may be due to the production system being completely down, unreachable, or unusable including the failure of non – redundant hardware.
30
Minutes
4
Hours
Next
Business
Day
60
Minutes
8
Hours
Next
Business
Day
SEVERITY 2 The Service has considerably degraded performance
Means the Service displays significantly degraded performance, intermittent connectivity or access issues, or application errors although work can progress. The business is considerably affected. Failure of redundant hardware is considered to be a Severity 2 issue.
2
Hours
8
Hours
2
Business
Days
4
Hours
Next
Business
Day
2
Business
Days
SEVERITY 3 The Service has slightly degraded performance
Means the Service displays minimally degraded performance, intermittent connectivity or access issues, or application errors. Work can progress with limited or no impact on the function or business process. The business is unaffected.
Next
Business
Day
2
Business
Days
N/A Next Business Day (acknowledged)
SEVERITY 4 The Service has non-critical or monitoring errors
Means minor errors, bugs or monitoring events in the Service that do not impact on the business.
Next
Business
Day
2
Business
Days
N/A Next Business Day (acknowledged)
CRITICAL
VULNERABILITY
Critical Vulnerability / Denial Of Service
Service Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service attack that is remotely exploitable and not able to be firewalled off.
Next
Business
Day
2
Business
Days
N/A Next
Business
Day
2
Business
Days
N/A
IMPORTANT
VULNERABILITY
Important Vulnerability / Denial Of Service
Means a newly-released Security Alert pertains to a Vulnerability or Denial Of Service that is remotely exploitable but is able to be firewalled off.
1 Business
Week
Monthly N/A 1 Business
Week
Monthly N/A
SECURITY User or Security Requests
Any change to users or security, not deemed to be system critical. This would include user adds/changes/deletes, Active Directory security changes, etc.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
CR Change Request
Means any change required to the configuration of the Service. Given the wide range of possible change requests, the disposition timeframe of each request will be determined on a case by case basis.
Next
Business
Day
N/A N/A Next
Business
Day
N/A N/A
ADMIN Administrative / Billing Request
Means any non-system related query regards billing, sales or administration.
2 Business
Days
N/A N/A 2 Business
Days
N/A N/A
NOTES: Repair times are targets only. Actual repair times will be determined by the nature of the fault, response and Service Level Agreements (SLAs) of the hardware vendors, and ultimate owner of the cause and repair which may not be WatServ.
This document should not be considered a guarantee of support responsiveness.